The following describes the steps Starlink took to identify, remove and prevent barriers to accessibility in respect of the following seven areas over the last year:
As an internet service provider using satellite technology, Starlink differs significantly from traditional telecommunications providers. Starlink does not have retail stores, employees, or operate any significant facilities in Canada. Indeed, given that the service is provided from space, Starlink’s physical presence in Canada is generally limited to restricted sites hosting telecommunications infrastructure. As such, many elements specified in the Accessible Canada Act (ACA) are not applicable to Starlink by virtue of its operations presence in Canada. Given the Starlink business is conducted almost entirely online, we focus on ensuring our website and other platforms are fully accessible.
Information on our accessibility feedback process is available here.
Starlink does not currently have any employees in Canada. If Starlink does employ individuals in Canada in the future, it will ensure that it does not create barriers to accessibility, and will endeavour to remove any such barriers that may exist.
Starlink is a satellite internet provider. As such, the bulk of our infrastructure is located in Space. Any infrastructure that sits in Canada is not accessible to the public. If Starlink establishes publicly-accessible facilities in Canada, it will seek to remove any barriers to accessibility.
Starlink provides satellite broadband internet, which is sold online through starlink.com. Starlink ensures that its website and mobile app do not contain barriers to accessibility. In furtherance of this goal, Starlink routinely conducted automated and human-driven audits of its website and mobile app over the past year to identify and remove barriers. Additionally, Starlink consulted with experts on website accessibility to provide guidance to its software team and ensure that accessibility was integrated from the design stage. Starlink’s efforts at improving accessibility were informed by the Web Content Accessibility Guidelines (WCAG). Starlink will continue these efforts as the Starlink website and other platforms evolve.
Consistent with Starlink’s standard practice, all communications from Starlink to its customers were sent in a machine-readable format.
As described above, Starlink goods and services are procured online through starlink.com.
Starlink’s design and delivery of programs and services continued to be provided in accordance with CRTC policies and regulations. Our website meets accessibility requirements and, upon request, persons with visual impairments may request alternative formats of bill management and quality of service information. Our service plan targeted towards residential and small business customers includes unlimited data, and thus does not include the possibility of overage charges. Starlink’s Internet Traffic Management Practices are available here, which is produced in an accessible format.
Starlink does not provide any services, internally or externally, related to transportation in Canada.
Starlink continued to involve persons with disabilities in its efforts to remove barriers to accessibility on starlink.com and our mobile application. The testing and recommendations were generated by user testing conducted by persons with disabilities. These individuals also provided feedback on website design and specific features from the perspective of a person with disabilities. This feedback was considered as part of the design of our services and features and the production of this report. Starlink also continues to monitor and consider any feedback received through its feedback accessibility process. No feedback was received in the year leading up to this report.
Starlink’s efforts at improving accessibility were guided by the following principles outlined in s.6 of the Accessible Canada Act:
a) all persons must be treated with dignity regardless of their disabilities; b) all persons must have the same opportunity to make for themselves the lives that they are able and wish to have regardless of their disabilities; c) all persons must have barrier-free access to full and equal participation in society, regardless of their disabilities; d) all persons must have meaningful options and be free to make their own choices, with support if they desire, regardless of their disabilities; e) laws, policies, programs, services and structures must take into account the disabilities of persons, the different ways that persons interact with their environments and the multiple and intersecting forms of marginalization and discrimination faced by persons; f) persons with disabilities must be involved in the development and design of laws, policies, programs, services and structures; and g) the development and revision of accessibility standards and the making of regulations must be done with the objective of achieving the highest level of accessibility for persons with disabilities
As conversations on accessibility continue evolving, Starlink remains committed to making progress in eliminating barriers and prioritizing accessibility by learning, improving consultations with the disability community, and honing its feedback process for the benefit of all Canadians.